EPIC
Lakeisha Newsome
Chesapeake,VA
Summary
Organized and dedicated Administrative Professional with proven track record history of meeting company goals, utilizing consistent and organized practices and providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Administrative Support Associate
R/O Resource Solutions
Chesapeake, VA
06.2021 - 11.2022
- Acted as main point-of-contact for over 100 employees, supporting administrative needs and tasks efficiently
- Provided best-in-class support to team, closely monitoring activity to best meet needs
- Monitored processes to identify areas for improvement and implement plans to streamline and optimize outputs
- Conducted electronic record reviews
- Analyzed data and present it to upper management for enhanced processes and better understanding of day-to-day proceedings
- Collected and pulled data for HEDIS
- Conducted medical record abstraction from different EMR sources
- Liaised between clients and vendors and maintained effective lines of communication.
- Created and implemented standard operating procedures for records handling.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Assisted coworkers and staff members with special tasks on daily basis.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
Customer Support Associate Sales/Tele sales
Sutherland
Chesapeake, VA
06.2020 - 06.2021
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
- Connected with customers to address questions and resolve issues through phone and email
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Demonstrated computer skills for data entry and answered broad variety of inquiries.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Office Coordinator
Bayview Physicians Group
Virginia Beach, VA
02.2017 - 06.2020
- Interacted with customers by phone, email or in-person to provide information
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
- Maintained office supplies inventory by checking stock and ordering new supplies
- Efficiently supervised filing, sorting and handling incoming and outgoing mail
- Effectively conveyed the needs of the site to support personnel and physicians
- Assured adequate coverage for the department when employees were out
- Managed by example
- Employee Retention
- Provided hands on back up support
- Captured all patient charges and payments
- Balanced and budgeted all financial records on a daily basis
- Provided quality orientation for all new hires, including ongoing evaluations during the probationary period
- Ensured the daily deposit is reconciled and taken to the bank daily
- Monitored SRS messages and progress notes to meet established standards
- Aided in handling customer complaints
- Maintained reasonable inventory of office and medical supplies
- Implemented new policies and procedures as directed by management
- Practiced liaison with community, hospital, employers, etc
- General oversight of the practice
- Completed incident reports on all incidences, accidents and workman’s compensation cases
- Consulted with human resources on any employment issues/concerns
- Typed, edited, formatted, and printed a wide variety of documents for the office staff, including correspondence, reports, technical notes, presentation, and briefing materiel
- Supported physicians and company with overall practice success
- Produced high-quality communications for internal and external use.
- Prepared meeting rooms and materials and recorded important information.
- Delegated tasks to administrative staff, increasing office productivity and streamlining company operations.
- Provided clerical support, addressing routine and special requirements.
- Enhanced office staff customer relations strategies to improve interactions and reduce complaints.
- Created and implemented secure filing systems for sensitive employee and client documents.
- Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Organized company meetings and scheduling for five employee team.
- Managed five employees in office, supervising workers and enhancing productivity and efficiency.
- Trained new employees on administrative procedures, company policies and performance standards.
- Efficiently supervised filing, sorting and handling incoming and outgoing mail.
- Supported HR by completing new hire orientation, incident reports and benefits paperwork on behalf of office employees.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Increased team productivity by reorganizing office supplies and protocols.
- Routed correspondence to facilitate timely communication between team members, customers and vendors.
- Verified salaried and hourly employee time cards to prepare accurate bi-weekly payroll.
- Maintained office supplies inventory by checking stock and ordering new supplies.
Administrative Secretary
Eastern Virginia Medical School
Norfolk, VA
06.2008 - 02.2017
- Provided clerical support to company employees by copying, faxing and filing documents
- Responded to inquiries from callers seeking information
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries
- Provided administrative and secretarial support to departmental faculty and staff in the Psychiatry and Behavioral Sciences Department to include the Neuropsychology Program
- Aided in clinical activities such as research, report writing, and supervision of students within the Virginia Consortium Program in Clinical Psychology (VCPCP)
- Aided in legal activities to include collection of payments, scheduling depositions, court appearances, responding and complying with all subpoenas and other legal documentation
- Consulted with the practice manager to help investigate and resolve patient complaints within the Neuropsychology Center
- Served as a liaison between the Neuropsychology Program and outside agencies such as the Community Services Board, Portsmouth Naval Hospital, Sentara Norfolk General Hospital (SNGH), and the VA for collaborations/partnerships
- Served as a liaison between the Neuropsychology Program and other internal departments such as the Glennan Center
- Helped order test protocols when needed
- Helped enter data from test protocols and score the test protocols when needed
- Scheduled all patient appointments and prepare registration packets/forms for new patients
- Obtained, updated, and scanned pertinent information in billing, scheduling, electronic medical record software such as IDX, Touchworks, and Allscripts
- Received, sorted, and distributed incoming mail, packages, and other materials for the department
- Maintained existing paper and electronic filing systems for patient and financial records, correspondence, and other materials
- Maintained event calendars for small group classes and conferences through meeting room manager to including making the proper arrangements of equipment and services
- Processed new and returning patient referrals both internally and externally daily
- Complied with requests for medical records in accordance with HIPAA regulations
- Prepared daily billing cash receipts and journals
- Maintained and order all office supplies through approved procurement vendors, which includes preparing requisitions and conducting regular inventory checks
- Consulted with technical coordinators/IT to resolve issues of technical quality and/or service to patients
- Ensured a positive customer service atmosphere internally and externally through ongoing training and development
- Read and interpreted reports
- Aided, thoroughly analyzed, and respond to inquiries from patients, insurance carriers, attorneys, and worker compensation companies in regard to billing questions, balances, and concerns
- Verified healthcare coverage and benefits for new and existing patients
- Received and post patient payments to accounting/billing system
- Entered inpatient hospital charges from Sentara Norfolk General Hospital (SNGH)
- Attended coding education and training classes regarding CPT/ICD as needed and required by EVMS Health Services
- Provided backup coverage for the Psychiatry and Behavioral Sciences Department’s Billing/Office Coordinator
- Verified payor source
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Created and updated records and files to maintain document compliance.
- Facilitated timely review of proposals, correspondence and documentation to achieve key strategic initiatives.
- Offered technical support and troubleshot issues to enhance office productivity.
- Recorded minutes at board meetings adhering to proper procedures and bylaws.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Responded to inquiries from callers seeking information.
- Screened visitors and issued badges to maintain safety and security.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Enhanced projects with efficient schedules, coordinated related documents and organized resources to support unique demands.
- Routed business correspondence, documents and messages to correct departments and staff members.
- Negotiated room and event space prices to save company costs.
- Sorted, opened and routed mail and deliveries to meet business requirements.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Conducted research to assist with routine tasks and special projects.
- Produced letters and memoranda to inform stakeholders of business decisions.
Data Entry Clerk
Sentara Healthcare: Norfolk Diagnostic Center
Norfolk, VA
04.2005 - 08.2006
- Accurately handled data entry for 20 clients into company-based software.
- Added documents to file records and created new records to support filing needs.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Scanned documents and saved in database to keep records of essential organizational information.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Verified accuracy of computer system information by updating pertient data.
- Corrected data entry errors to prevent duplication or data degradation.
Marketing Assistant
Sentara Healthcare, Optima Family Care Medicaid Marketing
Virginia Beach, VA
08.2004 - 04.2005
- Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
- Compiled product and customer data to generate informed profit projections.
- Maintained documentation, detailing assignments, in-progress work and completed project milestones.
- Generated leads through phone calls, emails and face-to-face interactions.
- Contributed to weekly team meetings, brainstorming sessions and staff appraisals.
- Collected, analyzed and summarized data and trends to provide marketing tracking and research.
- Used lead generation software to create organized lists of prospective customers.
- Utilized time tracking software for accurate project and time management.
Marketing Coordinator
Weekly
Virginia Beach, VA
05.2003 - 07.2004
- Organized logistics for marketing and proposal strategy meetings.
- Boosted brand awareness with target customer demographics with social, print and email campaigns.
- Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
- Proofread marketing documentation to check for spelling, grammar and syntax errors.
- Tracked and reported on marketing campaign responses.
- Assembled and coordinated marketing materials preparation, printing, binding, shipping and delivery.
- Managed team calendars and scheduled events for multiple staff members.
Education
Master of Business Administration -
Liberty University
Lynchburg, VA 08.2017 - 03.2019
Bachelor of Science - Health Administration
Kaplan University
Fort Lauderdale, FL 08.2012 - 05.2014
Associate of Applied Science - Medical Office Management
Kaplan University
Fort Lauderdale, FL 08.2010 - 05.2012
Skills
Operational Requirements
Strong Organizational Skills
Multi-Line Telephone Systems
Microsoft Office
Negotiation and PersuasionMultitasking and Time Management
Research and Analytical Skills
Database and Client Management Systems
Administrative Management
Remote Access Call Center Software
Cold Calling
Office Management
Adaptability and Dependability
Telecommunications Systems
Persuasive Strategies
Document and File Management
Confidentiality and Data Protection
Payment Collection
Correspondence Writing
Report Reconciliation
Data Archiving
AR/AP
Proofreading
Medical terminology
Administrative support
Business administration
Insurance eligibility
Independent worker
70 WPM typing speed
Mail handling
Performance improvement
Sorting and labeling
CMS-1500 billing forms
Human resource laws
Office administration
Report analysis
Software
PBS Prodsun
Citrix
Facets
IDX
Touchworks
Allscripts
Meeting room manager
Procure Plus
Paycor
NexGen
SRS
Prism
Electronic Medical Records
Timeline
Administrative Support Associate
R/O Resource Solutions
06.2021 - 11.2022
Customer Support Associate Sales/Tele sales
Sutherland
06.2020 - 06.2021
Master of Business Administration -
Liberty University
08.2017 - 03.2019
Office Coordinator
Bayview Physicians Group
02.2017 - 06.2020
Bachelor of Science - Health Administration
Kaplan University
08.2012 - 05.2014
Associate of Applied Science - Medical Office Management
Kaplan University
08.2010 - 05.2012
Administrative Secretary
Eastern Virginia Medical School
06.2008 - 02.2017
Data Entry Clerk
Sentara Healthcare: Norfolk Diagnostic Center
04.2005 - 08.2006
Marketing Assistant
Sentara Healthcare, Optima Family Care Medicaid Marketing
08.2004 - 04.2005
Marketing Coordinator
Weekly
05.2003 - 07.2004